This article guides you through the different steps of creating an engagement strategy.

1. Create a widget

Widgets allow your visitors to engage in conversation proactively, at the right time and in the right place, throughout their journey. iAdvize offers several types of widgets.
 

Go to the administration then Engagement > Widgets Builder and click on "Create"
 

1. Integration

• Give an explicit name to your widget (example: Conversation Starters PDP) 
  PDP = Product Details Pages / PLP: Product Listing Pages
• Select the page type (product, category or other):
   

You enter the widget editor. If you have correctly installed the iAdvize tag, your site will be displayed to position your widget on your site and preview your configuration.

• Choose your widget and its position

• In the advanced settings, adjust the margins around your widget.

Remember to test the display on desktop and mobile to ensure that your widget is correctly positioned and avoid any overlap on buttons or key information on your site.

2. Style

In the second tab, customize the style. For example with starters:

• Colors (title and icon, content, background, border)
• Fonts (Google Font or your site's font)
• Corner rounding (if you prefer rounded or square)
• Sizes (title and starters)
• Hover effect 

3. Content

On the third tab, define the content displayed by your widget. 
For example for your Conversation Starters: 

• The product catalog (to generate your starters dynamically with AI)
• The language
• The headline title, displayed above your starters (80 characters max)
• The number of starters displayed (between 2 and 5)
• The type of starters: dynamic (AI-generated) or static
• The action button label

In the advanced settings, you can define a list of banned words or expressions that you do not want to appear in your Conversation Starters. They apply only to your Conversation Starters and not to your Assistant's responses.

Enter one word or expression per line.

Once your configuration is complete, click "Save and continue" to exit the widget editor and return to the administration.

4. Custom data

If you have chosen dynamic Conversation Starters (AI-generated) and selected a knowledge base in the notification template for your "Integrated Conversation Starters" in the administration, then a custom data must be present on the page

How to find which custom data should be present on the page?

It is the same as the one used by the Assistant, if applicable. It is linked to the knowledge: you can find it in Knowledge then on the Edit knowledge source.

Here is the custom data (in this example: productId):

This article explains how to create your custom data.

2. Configure conversation routing

The iAdvize routing engine allows you to send your conversations to the most suitable responder (Assistant, workflow or advisor), regardless of the channel used. 

Create your routing groups

If your responders are advisors, organize your teams by grouping them by role, group or skills. These groups are essential to define which responders will receive conversations. An advisor can be added to multiple routing groups.

Go to Engagement > Routing and select Routing groups from the dropdown menu

Click on the + to create a new routing group

Name your routing group and add criteria

Save your routing group and create another one if needed.

Create your distribution rules

Go to the Engagement > Routing tab then select Routing rules from the dropdown menu: 

Click on + to create a rule

Name your routing rule

You can allow your agents to transfer visitors to this distribution rule by enabling the button below: 

Do not add a targeting rule for now, this will be done in the following steps directly from your campaign.

Select how you would like to distribute your conversations and to the routing group(s) created previously: 

• 0 to engage visitors only if your agents are available to receive conversations in real-time
• greater than 0: if your agents are not available to respond in real time, visitors are placed in a waiting queue.
   

 

Example:

• Group A: conversation queue places = 50
• Group B: conversation queue places = 20

Group A can accumulate 50 conversations waiting before switching to unavailable status.

Group B can accumulate 20 conversations waiting before switching to unavailable status.

 

NB: Assigned asynchronous conversations do not count in the list of waiting conversations. 
Since these conversations are waiting for a specific agent, it was decided to no longer take them into account to cut off engagement. This is to prevent the absence of an agent to whom a large number of conversations are assigned from blocking production for agents who have no conversations waiting.

 

Save your distribution rule 

 

3. Create a campaign

Campaigns are the entry point of your engagement strategy. The way you organize your campaigns allows you to structure your strategy: by objective, by channel, by department or by responder type, and therefore impacts the reading of your results.
 

In this example, we will create a campaign dedicated to customer service questions handled via chat on an e-commerce site. 

Name the campaign " Website support".

You can enter a start and end date, which will result in automatic activation of the campaign at the set start date, then automatic stop at the end date. 

Choose a strategy type: in this case, it is an inbound strategy.

iAdvize offers 2 types of campaigns:

• inbound campaigns: you offer a conversation to visitors, but they choose whether or not to initiate it. The majority of channels and entry points available on iAdvize are better suited to "inbound" campaigns.
• outbound campaigns: you directly contact your audience and send them messages without them having written to you beforehand. This is currently possible via WhatsApp or SMS. 

Select the "website" entry point corresponding to the "messaging" channel.

Targeting rules

Targeting rules allow you to define the different criteria for displaying your iAdvize widgets to your visitors and allowing them to engage in conversation with your Assistant or your advisors. This article details the different steps to set up your targeting rules.

Click on Add: 

• Device type is: desktop
• Page_type contains: product

The last step is to select the desired distribution rule.

Then click on Create.

Don't forget to activate your targeting rules and to publish your campaign so your visitors can engage in conversation on your site: 

Best practices

Check out our dedicated article and find all our best practices to maximize the performance of your widgets.

Display issue on my site

Check out our dedicated article to understand why your Conversation Starters are not displaying on your site.